Service failure

I am writing to request an immediate executive-level investigation into a longstanding and

progressively worsening service failure affecting our Xfinity Mobile account.

My family currently has four Xfinity Mobile lines as part of our Xfinity bundle, which includes

television, internet, and mobile service. We chose Xfinity because we expected dependable

communication services, particularly during emergencies. Unfortunately, our mobile service has

become increasingly unreliable despite numerous attempts over the past year to resolve the

problem through customer support.

From the time we became Xfinity Mobile customers, we have never consistently received more

than one to two bars of cellular signal at our residence. We reported this repeatedly and were

assured that improvements to the Verizon network serving our area were being addressed.

Instead of improving, the service has continued to deteriorate.

Today, our problem extends far beyond weak signal strength.

Our family now experiences:

● Frequent outgoing calls that immediately display “Call Failed.”

● Incoming calls that never ring our phones.

● Delayed texts

● Calls that are forwarded directly to voicemail without our phones ever notifying us.

● Missed incoming calls that do not even appear in our call history.

● An overall pattern of unreliable voice service affecting all four lines on our account.

Over the past year, I have worked diligently with Xfinity Technical Support in an effort to

resolve these problems. At Xfinity’s direction, we have:

• Confirmed that Wi-Fi Calling is enabled.

• Performed Airplane Mode and Wi-Fi Calling testing with Xfinity technical support.

• Verified that our Xfinity Internet service is functioning properly.

• Reviewed phone settings many times.

• Reported these issues repeatedly over many months.

These incidents demonstrate that our mobile service is not dependable for emergency

communications.

To eliminate the possibility of equipment failure, we have:

● Replaced our older iPhone 12 devices with new iPhone 15 devices.

Despite completing every troubleshooting step requested by Xfinity, the problem continues.

Because the failures are intermittent, they are understandably difficult to reproduce during a

support call. However, intermittent failures are still service failures.

Since mid-April, I have documented approximately 20 separate “Call Failed” events using dated

screenshots. These represent only the incidents that I was able to capture and do not include

every failed or missed call that has occurred. I am enclosing these screenshots along with a

timeline documenting the progression of this issue.

Throughout this process, I have repeatedly been told that the problem lies with Verizon’s towers.

While Verizon owns the underlying wireless network, our contractual relationship is with Xfinity

Mobile, not Verizon. We pay Xfinity for reliable mobile service, and it is Xfinity’s responsibility

to investigate network issues affecting its customers and to work with Verizon to resolve them.

Accordingly, I respectfully request the following:

1. A formal investigation by Xfinity’s Network Engineering team.

2. A written explanation of the engineering findings regarding service at our residence.3. Confirmation that all four mobile lines are properly provisioned for voice service and Wi-Fi

Calling.

4. An engineering assessment of the expected cellular coverage at our service address and

whether Xfinity considers that level of service acceptable.

5. Appropriate reimbursement or service credits for the period during which we have been

paying for unreliable mobile service.

Accordingly, I respectfully request that Xfinity:

1. 2. 3. Open a formal investigation by its Network Engineering team.

Provide a written explanation of the engineering findings for my service address.

Confirm that all four mobile lines are properly provisioned for voice service and Wi-Fi

Calling.

4. Provide an engineering assessment of the expected cellular coverage and service

reliability at my residence.

5. Explain whether Xfinity considers the current level of service at my residence to meet its

standards for reliable mobile voice communications.

6. Provide appropriate billing credits for the extended period during which we have paid for

service that has not functioned reliably.